MWEB Abuse Notices Complaint

Fulcrum29 said:
Did they not amend (1st September) the policy when they clearly advertised “no throttling” on their uncapped accounts?

Basically their policy states, as per according to Mweb that they might downgrade your package to any package (with further limits) they see necessary in order for the benefit of all their subscribers… You are not benefiting those you downgrade Mweb…
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I haven't picked up any T&C amendments over the last 13 months on their official documentation but they have a problem which they are outright ignoring - and it is what the complaint centres on two separate issues:
[1] The ISPA guidelines on the use of the term uncapped
[2] MWEBs oft repeated advertisements and statement that they do not throttle - preserved in the metadata of their webpages


I am not aware of any provision of the contractual arrangements with MWEB that disclaim any representations or descriptions used by MWEB on their products - and on the contrary the product description is of a higher ranking in resolution of conflict between clauses.

The proposition that they "have difficulty identifying the complaint" either suggests gross incompetence or a pinnacle of arrogance - either of which should make a person worry.

In any event the matter now awaits ISPA adjudication and it is clear that MWEB have no defense other than the hope that by being the bully on the school yard they can get away with being a dishonest louse. Frankly I do fear that ISPA will cow to MWEB but then the matter goes to ICASA. If there is an approach of denouncing the guidelines and precluding jurisdiction on representation then the matter goes to ASA and DMMA and back to ICASA.
 
Paul, sincerely thank you on behalf of all consumers. You are truly a legend. Well done and know that we are all behind you.
 
I remember attending a warning conference on the CPA and this one line stayed with me. "Terms and Conditions" cannot negate a customers right to being provided with the service he has paid for.
"It is for this reason that a minority of our customers have received warnings and are being throttled." I was throttled without any warning letter. As I am sure many others were. So either their lawyers do not know what is happening in the company they are representing or they are deliberately lying. :)
 
ISPA has indicated that they decline affording permission to publish any correspondence (the language choice is clumsy and arises because I can't cut and paste from their email).
I find it really amusing that such an email is sent to me more than a day of the publication of MWEBs response - despite there being a full working day and more than 3 1/2 days in total on the embargo. I find it even more interesting that since 14:10 on Monday (so a few hours after MWEBs reply was published) a low post user who hadn't posted for 6 months entered the fray and has been spouting MWEB nonsense.

O well ready for the next round.
 
The thing that has got my back up .... and believe me when I say, I am being as active as possible on this one .... is that inter alia..

1. The CPA has been ignored .... completely.
2. I pleaded with MWEB to reconsider this silly business move, to wit, I was patronised, and subsequently have been blocked from corresponding with MWEB, despite being a customer
3. The arrogance and impunity of MWEB in this matter
4. The consumers value for money has simply devalued overnight, by MWEBs unilateral policy change.

MWEB in turn have simply ignored the wave of protest, refused to offer any meaningful explanation of the ''parameter'', meaning they can throttle at will.

Rudi Jansen - May 2010:-
"MWEB has a top quality, reliable network that has been engineered to world-class standards and is able to support the demand for this service," said Jansen. "We operate and manage a high capacity and highly redundant carrier grade network with sufficient bandwidth allocation to enable the streaming of video content online. Importantly, MWEB also does not throttle its ADSL service ''

These comments brought to MWEB in the first place.....

New CEO, and that has all changed..... without discussion or agreement ,,, and that I find unacceptable!
 
TEXTILE GUY said:
The thing that has got my back up .... and believe me when I say, I am being as active as possible on this one .... is that inter alia..

1. The CPA has been ignored .... completely.
2. I pleaded with MWEB to reconsider this silly business move, to wit, I was patronised, and subsequently have been blocked from corresponding with MWEB, despite being a customer
3. The arrogance and impunity of MWEB in this matter
4. The consumers value for money has simply devalued overnight, by MWEBs unilateral policy change.

MWEB in turn have simply ignored the wave of protest, refused to offer any meaningful explanation of the ''parameter'', meaning they can throttle at will.

Rudi Jansen - May 2010:-
"MWEB has a top quality, reliable network that has been engineered to world-class standards and is able to support the demand for this service," said Jansen. "We operate and manage a high capacity and highly redundant carrier grade network with sufficient bandwidth allocation to enable the streaming of video content online. Importantly, MWEB also does not throttle its ADSL service ''

These comments brought to MWEB in the first place.....

New CEO, and that has all changed..... without discussion or agreement ,,, and that I find unacceptable!
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I think all of us do. I wonder what Rudi thinks now.

A few of my friends and I have been using MWEB since the beginning of the year and like most gamers we had a really awesome experience good speeds, latency etc - No reason to complain - Then after this AUP change was announced all of us started questioning the finer dynamics of the ISP environment and after many debates we settled and decided we wanted to put this new throttled MWEB to the test before we just jumped ship like most others we knew did.

The nice thing is that of us all we have 1,2 and 4mbps lines and accounts

Last month was horrible.. We tried to power use and got the low end of the stick LOL!! But this month we went in with a more subtle approach to see how things played out and it is now in our opinion that the throttling system in place at MWEB is definitely a 30-day rolling window and it is based on a daily threshold depending on the speed of the uncapped product and if its premium or standard

If the user exceeds that threshold daily and his 30-day roll is over the monthly threshold (daily threshold times by the amount of days in that month) the user will be throttled until such a time that his 30-day roll is below that of the monthly threshold.

This month we have been averaging around * a day (upload and download)

1mbps - 3Gb

2mbps - 6Gb

4mbps - 10Gb

We all stay under those amounts or meet them and have not been throttled this month so far. We are testing bigger amounts from next month but we started with a more average use and so far so good. Also note that we all use premium accounts and have not tested the standard.
 
FYI, this is our stats:

You have used 171.28 GB so far this month.
Last Session: 15 October, 2013, 23:06:07
Connection status: Unthrottled
Usage for last 30 days: 360.49 GB
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We only download during 21h00 - 07h00.

Other times is normal use (4 users).

4meg premium.
 
McGuywer said:
FYI, this is our stats:



We only download during 21h00 - 07h00.

Other times is normal use (4 users).

4meg premium.
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Seems my mweb account is reporting last 30 days, 0 at the moment, haven't used it. Can you look if you see it and give that amount? I am on their business platform though but a consumer account so dunno who all should see it...seems mweb wants us to guess the amount
 
BluntMalunt said:
1mbps - 3Gb

2mbps - 6Gb

4mbps - 10Gb

We all stay under those amounts or meet them and have not been throttled this month so far. We are testing bigger amounts from next month but we started with a more average use and so far so good. Also note that we all use premium accounts and have not tested the standard.
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IOW, the "uncapped" accounts are actually capped at certain thresholds, eg 6GB/day max on a 2Mbps line. So how on earth can anyone call it an uncapped service?????? :whistle:
 
sparke said:
Seems my mweb account is reporting last 30 days, 0 at the moment, haven't used it. Can you look if you see it and give that amount? I am on their business platform though but a consumer account so dunno who all should see it...seems mweb wants us to guess the amount
Click to expand...

As posted....
You have used 171.28 GB so far this month.
Last Session: 15 October, 2013, 23:06:07
Connection status: Unthrottled
Usage for last 30 days: 360.49 GB
Click to expand...

As I mentioned we only download after hours and I think that makes the difference. We do not download 24/7.
 
Supervan II said:
IOW, the "uncapped" accounts are actually capped at certain thresholds, eg 6GB/day max on a 2Mbps line. So how on earth can anyone call it an uncapped service?????? :whistle:
Click to expand...

Techincally put and even by ASA standards... If the throttled connection still permits you to access the internet then it is Uncapped

But even still.. I still find these figures dissapointing compared to the amounts me and my buddies would max out on in a day

6 -9 Gb on a 1mb

10 - 14Gb on 2mb

18 - 24Gb on a 4mb

It has literally been cut in half... in mine and my friends opinions.. Personally I think MWEB have gone about this throttling story in the complete wrong way.. They should of put limitations on the p2p protocols during certain hours or identified those abusers and applied stricter shaping policies - But I dont think they can do that??
 
BluntMalunt said:
Techincally put and even by ASA standards... If the throttled connection still permits you to access the internet then it is Uncapped

But even still.. I still find these figures dissapointing compared to the amounts me and my buddies would max out on in a day

6 -9 Gb on a 1mb

10 - 14Gb on 2mb

18 - 24Gb on a 4mb

It has literally been cut in half... in mine and my friends opinions.. Personally I think MWEB have gone about this throttling story in the complete wrong way.. They should of put limitations on the p2p protocols during certain hours or identified those abusers and applied stricter shaping policies - But I dont think they can do that??
Click to expand...

Agreed. That is what Afrihost is doing and it is absolutely understandable and a great way of managing the network. Blocking or "lowering" one protocol compared to another is shaping and that is what Mweb isn't doing.
 
McGuywer said:
Agreed. That is what Afrihost is doing and it is absolutely understandable and a great way of managing the network. Blocking or "lowering" one protocol compared to another is shaping and that is what Mweb isn't doing.
Click to expand...

MWEB shapes permanently... The only thing that I love about my MWEB account is my gaming. Not a single issue on any game I play or download. Streaming is quite good. P2P sucks during the day. Good in the evening.

Anyway I feel we should post this stuff elsewhere as Paul is advocating something big in this thread. I hope it comes through with some results :) Waiting on your next bit of feedback Paul
 
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